Along with our Digital Engineering Services team, Sutherland Analytics created an insight-driven, end-to-end customer centric process leveraging AI platforms. It had to be nimble. And scalable. The digital transformation spanned across the customer lifecycle—starting with new customer acquisitions to improved metrics into customer retention, driving loyalty via repeat purchases in car service, spare parts and body shops. Two themes paved the way.
AI Powered Digital Engagement
Sutherland deployed intent driven AI powered search platform - Cognitive Knowledge Engine (CKE) and Omni-Channel Interaction platform- Sutherland Connect coupled with a Conversational AI enabled chatbot to digitalize the customer engagement.
Whilst CKE delivered Knowledge Management Services for the agents, driving reduction in issue resolution time, and thereby improving the Customer Satisfaction, Sutherland Connect diverted the customers to the live agents at the engagement center automatically based on their interaction with the AI chatbot. The platform leveraged NLP algorithms to identify the contact reason and designed seamless relevant conversation such as scheduling a car service appointment or seeing how many miles were left on a lease.
We created an interactive unified desktop on customer 360-degree visualization which acted as a single-source of truth for the agents on a particular customer profile.
AI Enabled Personalization
We leveraged advanced predictive analytics to determine lead scoring (driving improved customer acquisition/sales) and retention (driving repeat purchases and loyalty). After analyzing the scores with customer segmentation techniques, we defined customer personas across 5 different categories. This empowered the agents with Next Best Action (NBA) and personalized strategies for each customer’s interactions at the engagement center.
Together, this ensured improved user adoption and the organization was able to gain immediate wins, showcasing the success of this transformation.